Messaging merchants

What this is

The Messages page is a private messaging system organized into Inbox, Sent, Saved, and Trash folders, for conversations with merchants and other platform relationships.

Why it matters

You can only contact people you already have a platform relationship with, which keeps messaging relevant and reduces unwanted contact.

How to do it

1. Open Messages and choose a folder: Inbox, Sent, Saved, or Trash.
2. To start a new conversation, use the "New message" card, choose a recipient from the dropdown (recipients appear once a program relationship exists), enter a Subject, choose a Record category (General, Transaction, Commission, Payment, or Compliance), write your message, and optionally attach files (PNG, JPEG, GIF, WebP, or PDF, up to 5 MB each, up to 5 files).
3. Click "Send message."
4. To reply to an existing conversation, select it from the list, scroll to the reply form, write your reply, optionally attach files, and click "Send reply."
5. Use "Save" to keep an important conversation easy to find, and "Move to Trash" to remove one from your regular folders.

What happens next

Deleted conversations stay in Trash for 30 days. Business records, such as payment, commission, and compliance conversations, are retained even after you delete them, since these need to remain available for accountability even if you no longer see them in your folders.

Common mistakes

Do not use messaging for a payment dispute you want tracked with a formal case number; use "Report a problem" on the Payments page, or submit a private complaint, for anything that needs its own case record.

In short

Messages keeps every merchant conversation private and organized by folder, with certain business-critical categories retained even after deletion.